IBM, is this good customer service? NO!


I recently posted about my hard disk dying.

The IBM technician came out today. He brought the wrong hard disk – a 60Gb model rather than the 40Gb I had. He wouldn't let us have the larger drive, he even refused to even try the larger hard disk in my notebook to confirm that the problem is the hard disk (there is some speculation that it could also be the motherboard). He'll be back again tomorrow with the right hard disk. Is this good service or even good business sense?

  • The IBM support centre have the records for my notebook and the technician should have had the right drive.
  • The difference in street price on these drives is only AU$35. I suspect that this is much less than IBM's cost in getting the technician to make a return visit.
  • Consider the lost opportunity to create good will by providing the upgrade for free. Or even in offering me the opportunity to pay the price difference.
  • Consider the ill will created by yet another day without my notebook. And the extra ill will that will have been created if we find out tomorrow that its not the hard disk (when we should have determined that today).

Is anybody at IBM listening? Is this good service or even good business sense? NO!


[Update 1/June: IBM came today with the right hard drive. It turned out to be a problem with the main board after all. We could should have found that out yesterday and had the notebook fixed today but now I won't be getting my notebook working until Monday at the earliest.]

[Update 6/June: IBM tech fixed the problem yesterday by replacing the memory and the CPU. So it took – new HHD – new mainboard – new memory – new CPU. First time I've ever been thankful to have an extended on-site warranty.]


Knowledge and Information Sharing Behaviours

Shawn at Anecdote posted a list of knowledge behaviours. Jack Vinson of Knowledge Jolt with Jack followed up with some additional behaviours aligned with the individual.

I already had the following list (developed for a professional services company) of what I have been calling information sharing behaviours.


  • participate in knowledge sharing activities
  • develop resources as directed
  • proactively find and use resources

Senior Consultants

  • participate in knowledge sharing activities
  • work with associate directors to identify and develop best resources
  • proactively find and use resources

Associate Directors

  • lead and participate in knowledge sharing activities
  • lead idenfitication and development of best resources
  • promote resource usage


  • promote, lead and participate in knowledge sharing activities
  • assure use of tools and processes
  • enhance connections between disciplines
  • sponsor identification and development of best resources

List of activities that demonstrate required behaviours

  • Submitting an item to the "significant projects" list
  • Attending a knowledge-network meeting
  • Updating the Intranet
  • Submitting a document to a shared drive
  • Participating in an After Assignment Review
  • Updating our property database
  • Giving a presentation at a team meeting
  • Notifying team of a useful new resource (such as a dataset)
  • Maintaining project history database
  • Maintaining your CV
  • Providing new material for tenders and submissions folder

A few of these are, perhaps, more knowledge than information related but I think it is time for me to create another list that takes in Shawn's and Jack's insights.